Customer Success Associate

Come shape the future of commerce built for passion with us! At EQL, we’re building tools for brands that don’t just have customers—they have fans. These are the high-stakes cultural moments where passion runs deep, but the experience has often been broken: sites crash, bots win, and real fans lose out. If you’ve ever tried to score Jordans, Taylor Swift tickets, or a footy final seat, you know the frustration. EQL is changing that. We’re creating the world’s first fair launch platform to help retailers manage demand, block bad actors, and deliver seamless experiences that give real fans a fair shot. Backed by top VCs and angels, we’re solving big, meaningful problems with smart tech and a bold, collaborative team. It’s challenging and rewarding work, and we’re building a culture where curious, kind, and ambitious people thrive. If you want to help us shape the future of fan-first commerce—even if you don’t tick every box—we would love to talk. The role We're hiring a Customer Success Associate to look after our small and mid-size retailers. It's a large book, well over a hundred businesses across several regions and categories, so you won't run it the way a traditional CSM runs a book of ten. Rather than individual calls with everyone, you'll reach most of your retailers together: onboarding them into the programme, hosting quarterly calls by category, writing the monthly newsletter and running the community channels. You'll still be the name they know and the person they email when something breaks, but most of your week goes into making that group approach work well enough that a hundred retailers feel properly looked after. Some of that already works, and the rest you'll build. What you’ll do Own the relationship with our small and mid-size partners. You'll be the named contact for 100+ businesses across geographies, running most touchpoints at the group level rather than one to one. Individual conversations will still come up, more so as we scale, but they're the exception rather than the shape of the job. Run the community programme. The engine of the role: quarterly group calls by category (TCG, streetwear, distilleries, artist collabs), a monthly newsletter, EQL's brand community channels, and outreach triggered by NPS and health signals. It leans on your writing and on keeping a lot of moving parts to schedule. Onboard new retailers. New SMB accounts come to you for activation through EQL's onboarding playbook. When it runs cleanly most retailers reach their first successful launch within 14 days, so the work is less about inventing an approach than making sure a proven one is followed every time. Watch account health. The health dashboard is already built and running, so the job is reading it well: spotting the accounts drifting away from us and the ones quietly growing, then picking the right response, whether that's a nudge, a check-in, or flagging an account to a CSM when it's ready for a dedicated Rising-tier relationship. Know what's coming. Understanding a retailer means seeing what they're about to do rather than only what they've done, so you'll watch their social channels, where new products and collaborations get teased well before anyone thinks to tell us. Bring the retailer's view back to us. Community-tier accounts don't get individual product feedback sessions, but collectively they tell us a great deal, and you'll notice when the same question keeps surfacing. Those patterns go into the CS team's regular session with Product. Work closely with Marketing and Sales. With Marketing, you'll surface retailer stories, category insights and launch wins for newsletters, campaigns and co-marketing, and make sure our retailer community gets the right lifecycle comms. With Sales, you'll flag accounts showing expansion or graduation signal and keep handovers clean in both directions as accounts move between pooled and dedicated coverage. Help shape how the team works. The SMB playbook, the newsletter and the group-call format are all works in progress, and you'll be closer than anyone to what's landing with retailers, so we'd expect you to keep sharpening them. Who we look for We focus on hiring values-aligned people because we believe mindset matters as much as experience. Curiosity, drive, and a willingness to learn go a long way. Working at EQL means embracing ambiguity, being okay with imperfection, and playing bigger than we are as we solve tough problems together. If that sounds like it gives you energy and are excited to grow with us, we encourage you to apply—even if you're feeling unsure. We believe you’ll succeed in this role if you have: 1–3 years in a customer-facing role — CS, customer support, account coordination, community management, marketing, or similar. Prior CS Associate or Customer Success Coordinator experience is a plus but not required. Strong communication. You'll be sending a lot of email and running group calls; both need to be clear, warm, and efficient. Comfort with product. As you ramp, you will be brought up to speed on both EQL products (platform and native Shopify app) and learning the in’s and out’s with the team’s mentorship will be critical as you manage your book of business and reactive support. Detail-oriented and organized. Managing a pool of accounts requires knowing what's happening across all of them without dropping anything. Comfort with data. You'll be reading dashboards, spotting trends, and making decisions based on what you see. Curiosity about EQL's categories. You don't have to be a sneakerhead or a TCG collector, but you should be interested in why fans line up for a drop. Ability to collaborate across teams. You'll coordinate regularly with Marketing and Sales, so you should be comfortable sharing context, aligning on account handoffs, and working toward shared GTM goals rather than operating in a CS silo. What we offer Fairness is not just something for our fans and retailers - it’s part of who we are which is why: We provide equity in EQL - we want our team to have skin in the game and to be as invested as we are in EQL’s success. We want the people that will make EQL successful to share in that success We provide competitive compensation and evaluate the market to ensure that remains true. The range for this role is between $70 - 80k USD. We provide a flexible work environment because we understand that everyone works differently and want to support our team to be their best We provide generous time off above and beyond what we are required to because we know that well-rested people make better decisions and are more engaged - when you thrive we thrive When you want to collaborate in person with other humans, we have a workplace that welcomes the whole team including their furry friends. At EQL, diversity, equity, and inclusion are core to how we operate and grow. We’re committed to building a workforce that values and supports every individual. We believe equality strengthens our culture and drives accountability in championing diverse voices. EQL is an equal opportunity employer and does not discriminate based on race, colour, gender, sexual orientation, age, disability, marital or caregiving status, pregnancy, religion, political beliefs, or national origin.